2014-05-20: Communication Updates

Sorry for the spotty communication over these last few weeks of May. We have made some improvements that we hope will bear fruit in the second half of the year. When it started to look likely that some of the new improvement projects would pay off it became clear that our back office procedures would not be able to keep up with the volume of watches we would be able to handle. At the moment I only feel comfortable speaking in generalities as I wish to demonstrate our improved capabilities should they actually materialize rather than get anyone’s hopes up.

Specifically though:

Procedural changes: Effectively immediate we will no longer use the Mk II CSP to update customer order status’. We will be relying on the E-boutique’s systems for that. For those of you that have open tickets for existing orders, we will be notifying your personally as we begin work on your orders. For new customers we will just be updating the E-boutique with the ship dates and emailing you the updates via the E-boutique. We will keep the CSP running to handle our email correspondence, handle repairs (which are separate from the E-boutique) and other communications. We plan to re-organize the Mk II CSP, to be completed early next year, in order to make it easier for our customers to contact us and also to keep up with technological changes.

“Awaiting Scheduling”: Those with orders awaiting scheduling will begin receiving their ship dates this week. The lead times are as advertised on the site, based on the date the order was placed, but we have had to update/streamline our scheduling procedure for changes we expect to see in the second half of this year.

Emails: We will be working those down this week. Sorry for the delay but it was all hands on deck to sort out the changes we wanted to make and the new software we wanted to implement. The implementation was bumpy but we are finally done. We also fixed some software modules that were a little buggy.